Bo Dahlbom siti'se

1
Bo Dahlbom siti.se

• From ADB to CRM

2
From administration to business

• From offices and documents to services and IT
• From routines to creative innovation
• From management control to ideas and design
• From organizations to nomadic networking

3
Organizing in the 2000s

• From factories to mobile networking
• From functional machines to communicating mobiles
• From processes to always on
• From systems to services

4
Networking leadership

• Leadership as management, cybernetic control
• Management information systems
• Leadership as strategic resource
• Information and communication services
• From information to communication

5
Information systems

• Systems thinking
• Activity modelling
• Systems development
• User participation

6
Information services

• Service thinking
• Ethnographic studies
• Application development
• Customer orientation

7
From ADB to CRM

• First enabling technology, then automation
• With ADB we built administration
• With CRM we will build customer relations
• Office revolution and relations explosion

8
CRM as cooperation

• CRM as administration
• CRM as management information systems
• CRM as cooperation
• CRM as (mobile) services

9
Complex customer relations

• How to sell complex solutions
• Total sales (like total war)
• Customer and consumer relations
• Complex offerings and complex relations

10
Service society

• Education, care, entertainment, sales,
  consulting, management, brokerage, public service
• From offices with receptions, office hours, and
  focus on administration to a mobile distributed
  market

11
A childish society

• Casual affairs, competition, entertainment,
  playful, epidemic, consumtion
• Children are consumers, as consumers we are like
  children
• In the realm of freedom there are no adults
  there are only small and big children
• Consumer oriented producers become like consumers

12
Trends in the early 2000s

• Mobility, services, consumtion
• Epidemics and parasites
• Outsourcing och opensourcing
• Security and committment